Senior Technical Support Engineer

Join the Legal Tech Revolution at Litera

Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law.

As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model across North America. We are establishing offices in Austin, Boston, Chicago, Denver, New York City, Philadelphia, New Jersey, Raleigh, and Toronto to serve as key operational hubs, and we are actively seeking talented individuals to join our team in this exciting new phase.

This position is located in our Raleigh, NC, USA office. Candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week. This hybrid approach enables us to build a collaborative and innovative work environment while maintaining the flexibility that supports both productivity and work-life balance.

Position Overview 

Senior TSEs handle more complex technical cases, mentor junior engineers, and serve as trusted advisors to high-value (Diamond) customers. They work closely with engineering to identify systemic issues and with account teams to ensure customer satisfaction. You’ll gain deep product expertise, proactively engage with global customers, and collaborate cross-functionally with Engineering, Product, and Customer Success to drive resolution and improve the customer experience. 

Key Responsibilities 

Case Management 

• Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence. 

• Develop and document clear technical action plans (3Ws: Who, What, When) for complex customer issues. 

• Troubleshoot product installation, performance, configuration, and integration issues. 

• Reproduce customer-reported issues using lab environments to isolate root cause and validate fixes. 

• Perform real-time support sessions via phone, screen share, or chat to analyze and remediate customer systems. 

• Collect logs and technical diagnostics; analyze and summarize key findings. 

• Escalate product issues, defects, or platform risks to Technical Services, Engineering, or Account Teams as appropriate. 

• Manage and maintain personal case queues, including ticket hygiene and suspended queue cases. 

Knowledge & Documentation 

• Search and apply knowledge content to every case; flag gaps in documentation. 

• Begin contributing to Litera’s Knowledge Base (KB/FAQ) through concise article creation or suggested updates. 

• Link cases to existing bugs or enhancement requests, and file new ones with complete context. 

• Review test areas in new releases and provide feedback (not QA). 

• Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues. 

Community & Collaboration 

• Answer unresolved community thread questions and moderate forums (optional, growth area). 

• Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution. 

• Provide occasional onboarding or process training to new hires (optional, growth area). 

Operational Excellence 

• Participate in support operations, including: 

• Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only] 

• Handling regional case queues and shift-based responsibilities 

• Documenting case history and technical notes in ServiceCloud 

• Stay current with product updates and participate in release testing, where appropriate. 

Key Capabilities & Skills 

• Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases). 

• Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment. 

• Proficient in reproducing customer issues in-house and providing root cause analysis. 

• Clear, structured communication to both technical and non-technical users. 

• Familiarity with support case management systems (e.g., Salesforce/ServiceCloud). 

• Developing authoring skills for KB articles and documentation. 

• Familiarity with scripting, SQL, cloud/SaaS architecture is a plus. 

Qualifications 

• Bachelor's degree in computer science, Information Technology, or equivalent experience. 

• 3-5 years of experience in technical product support, preferably in a SaaS or enterprise environment. 

• Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage. 

• Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed.